While you may have thousands of customers and clients you deal with during your working day; every one of them needs to feel like they matter. Customers want to purchase from brands who take the time to understand what they want and work hard on creating solutions to any problems. One key way to truly make everyone you deal with feel welcome and valued is communication. Effective and efficient communication humanizes your organization, making it one which is relatable. If you are wondering how to better communicate with every consumer, below are three ways to implement in your customer service strategy now.
Put Customers First
All businesses will be familiar with the phrase “the customer is always right,” and while that might not be strictly true, what is true is the fact that every customer must always come first. When communicating with customers, it’s vital that they feel you are putting them first, rather than being distracted or eager to end the conversation. It may require you to train your customer service team to ensure every communication they have with customers reflect who you are and what your business does well. As an e-commerce business, you can implement digital solutions to help your customer service stay consistent, such as utilizing an SAP Contact Centre solution available from Omnia Ecommerce. Using this interface can increase efficiency and decrease the time customers are stuck on hold on the telephone through the ability to multi-task well and have access to real-time data.
Always Be Courteous
It’s easy to react when a customer is communicating negatively with you; perhaps they are unhappy with the service they’ve received and are angry and frustrated. It may lead to a heated discussion, and in some cases, escalate further. However, you need to remain positive and professional. Instead of becoming defensive and making excuses for what has happened or gone wrong, you need to take a step back, regain your composure and address the situation with clarity. Being polite and courteous can extend into every communication you have with a customer. It begins when they first approach you, when you need to welcome them and make them feel appreciated. It also applies to any questions or queries you and the customer may have. Instead of asking blunt questions, such as “name?” you need to be phrasing it differently; “please may I take your name?” It’s these simple changes which will make a difference in how customers view you and react and communicate with you.
Ask, Don’t Assume
A business which assumes their customers want a certain product or service is one which won’t go far. If you assume a customer would prefer a text message rather than an email, you run the risk of annoying them with constant messages on their cell phone. Especially when it’s in regards to communication, you always need to ask their preference. Assuming everyone has an email address may be detrimental, particularly if you are working with older adults. By asking first, you are demonstrating to your customers that you value their choice, and you’ll be able to reach them quicker and more efficiently.
Communicating effectively with your customers is a crucial skill any organization needs to utilize and master. By taking the time to ask, rather than assume, to be polite and courteous with every interaction, and by putting them first, you are showing every individual customer you appreciate and value them. It builds loyalty and trust, and that can drive your business to success.